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Squarespace 5 Help

For questions about the legacy Squarespace 5 platform, please visit its Help Center:

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Regain access to your account

If you’ve tried to recover your Squarespace account and still can’t access it, we’re here to help. Please enter as much information as you can, but if you’re not sure about specific details, provide your best guess.

Before you begin:

• Did you already try to recover your account through the login page? We’ll ask you to try that first if you haven’t yet.

• For your security, we’ll only provide account details to the account holder.

If you have a tax exemption certificate, attach it here. .pdf, .png, .jpeg file formats are accepted.

Use this form to submit a request about exemption from sales tax collected for Squarespace payments.

Enter the details of your request here. If you’re not based in a country or state where we collect taxes, and you believe we shouldn’t collect taxes from you, please explain.

If you have feedback about how we collect sales tax, submit it here.
Your feedback helps make Squarespace better, and we review every request we receive. Please note that we can't reply individually, but we’ll contact you if we need more details.

General sales tax feedback

Request an exemption from sales tax

Help and support during the
Coronavirus Pandemic

We understand the tremendous challenges the Coronavirus pandemic is causing for people and small businesses across the world. Here at Squarespace Customer Support, we’re doing everything we can to answer your questions and provide assistance to our community.

If you need support during these uncertain times, submit the following form and we’ll look into options for you. Please provide specific details regarding your issue or request, such as:

• Pause or cancel my subscription

• Discuss options for financial relief from subscription costs

• Help me adjust my site to the current situation

• Advise me on how to best set up my new site

• Enable a specific feature on my site

A member of our team will respond as quickly as possible.

Upload a screenshot of the issue you’re having, or the site content you'd like to modify, so we can help you more quickly. Learn how to take a screenshot here: http://sqsp.link/w5Jigj

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Log in so we can identify you and customise your experience.

Support during the Coronavirus Pandemic: Our Customer Support team is handling a high volume of requests while working remotely. We’re here to help, but our live chat hours may be shorter and response times may be longer than usual.

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Please use this form to submit a request regarding a deceased Squarespace customer’s site. Our deepest condolences go out to you and your family during this time, and we appreciate your patience as we work through your request.
Due to privacy concerns and restrictions, we unfortunately can't provide you with administrative control of the site. However, if an immediate family member or legal representative completes the form below, we may be able to grant Billing permissions so the site can remain active or cancel any active subscriptions.
Note that Billing permissions don't include the ability to edit the site's content. You can read more about this here.
A note regarding Squarespace 5 sites:
Squarespace 5, our legacy platform, doesn't allow permissions to be edited. However, we can cancel or remove the site.

Submit a request about a deceased customer’s website

URL of the site connected to the deceased user’s account

Any comments, requests, or concerns we should know?

Please attach the following documents:
• An image of your government-issued ID, such as a driver’s license, passport, military ID, or permanent resident card. This is for proof of your relationship to the deceased.
• An image of the deceased person’s obituary, death certificate, and/or other documents.
• Any additional documents, such as Legal Representation documentation.

Delete My Account

Before you request to delete your Squarespace account, please review this guide to:

• Understand what happens when we delete your account.

• Make sure it’s what you really want to do.

• Take a few steps to prepare. For example, you’ll need to cancel all subscriptions first.

Once you submit your request, you’ll receive an email from our team to verify your account access and confirm that this request wasn’t made in error.

Delete My Account Request Verification Form

Before you provide your government issued ID below, did you know that you can submit a request to delete your account to Squarespace here (without providing your ID)? This form is only for people who have lost access to: (1) their Squarespace account; or (2) the email address associated with their Squarespace account.

Please upload a copy of some form of government issued ID (i.e. driver's license or passport). You may blur out any sensitive information before you upload.

Email address for communication regarding your request

Upload ID

Questions about Squarespace Select

To learn more about Squarespace Select, our premium plan for dedicated site support, visit this Help guide.

If you still have questions about the Select plan, complete the fields below to send us a message.

Note: While our most popular guides have been translated into Spanish, some guides are only available in English.

Responsive design

Last updated August 07, 2019 16:11

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Squarespace's built-in responsive design resizes your content and images to fit different devices and screen widths. With responsive design, visitors can automatically view your site in many ways, so you don't need to create and maintain separate sites for every potential device, browser, and display width.

The answer to common questions like “Why is my banner cropping on mobile?” or “My background image is distorted. How do I fix it?” lies in understanding responsive design, and choosing images that can adapt to the shape of different browsers and devices.

Image best practices

Imagine a narrow rug that fits perfectly on the floor of a narrow room. If you move the rug into a smaller room, or even just turn it sideways, it won't fit properly.

Images, especially banner and background images, work the same way. Responsive design helps your "rug" change size and shape. For the best effect, select and set up each image so it looks good in as many "rooms" as possible.

When choosing an image to upload, keep in mind:

Image size

We recommend uploading images that are at least 1500 pixels along their longest edge. This gives the best combination of image resolution and mobile loading time.

We don't recommend using images that are more than 2500 pixels along their longest edge. Images larger than this can cause issues on mobile devices.

It helps to choose images that are roughly the same shape as the space in which they'll appear, such as using a wide image for a banner. Learn how the container shape affects cropping.

Image content

If it's important that a specific area of the image (like a person or object) isn't cropped, it can help to add a "bleed" area around the edges, so that cropping is less noticeable.

Text best practices

Text resizes automatically to fit the screen.

Tips:

Add text as a caption, overlay, or directly on the page, rather than using images that contain text. This will reduce cropping issues as fonts scale with the browser width. Search engines can also index it for results.

Content responds differently on Retina screens

Your site's appearance on Retina and HD screens depends on the original size of the images you uploaded to your site.

When you upload an image, we store up to seven versions of it, each with a different width. Our built-in responsive design automatically detects the visitor's screen and picks the best image size to fit it. On Retina screens, we'll show an image twice as large as needed.

Note: Images loaded through Site Styles, such as background images, are the exception to this rule. For these images, we always show the original image at its full size.

Here are some other image types to consider:

Logos: Uploading a large image file (twice the size needed) for your logo can improve its appearance on HD and Retina screens. However, this may cause blurring on other screens and some browsers, such as Internet Explorer. Consider your site's audience and use a logo size suitable for the majority of your visitors' screens. You can change the logo's height in most templates.

Icons: Most icons in our templates, like menu icons, social icons, and Share buttons, scale without a loss of image quality because they're web font or SVG-based. Some older or discontinued templates have image-based icons that don't scale on Retina displays.

Text: Any text added to your site will scale for Retina screens without a loss of quality.

Compare on different devices

Comparing your site on mobile versus desktop is a good way to see how your site adapts to different browser shapes. As you make major changes on your site, it's a good idea to keep your phone close by, with your site open in its browser. When you save big changes on a desktop computer, refresh the browser on your smartphone to see the effect.

Testing changes on your mobile device gives the most accurate display and is the only way to explore portrait and landscape orientations. For a quick preview as you’re editing on a desktop, use Device View.